Guest Service Manager

4 days ago

Vietnam IHG Full time $600,000 - $1,200,000 per year
Description

At Regent, our mission is to elevate our guests above the noise — a goal that can only be realized through thoughtful service design and seamless operational execution. As Guest Services Manager, you play a pivotal role in ensuring this vision comes to life.

You are responsible for overseeing the daily operations of the Front Office while being actively involved in its core service processes. You consistently engage with guests, ensuring their experiences exceed expectations from the moment they arrive until their departure. You uphold product quality standards and guarantee exceptional service for every resort guest.

A key part of your role is leading the Reception team in alignment with Regent's standards and service behaviors. You ensure that every interaction with our Front Office team is efficient, personalized, and memorable. From crafting warm and thoughtful arrivals to ensuring each guest is personally met by a member of management at departure, you curate meaningful guest experiences throughout their stay.

In instances where issues arise, you manage guest concerns with the highest level of care, professionalism, and discretion.

You also take ownership of the lobby area's appearance and ambiance, ensuring it is always well-staffed, immaculately maintained, and welcoming.

Collaboration is at the heart of what you do. You foster strong relationships across all resort departments to ensure seamless communication and operational efficiency.

As a leader, you inspire and develop your team through regular check-ins, ongoing training, and active involvement in achieving both resort-wide and individual goals. You ensure that every team member understands their responsibilities and is aligned with the company's vision.

You are trusted with special responsibility of caring our Mandarin-speaking guests. As a influent speaker who understands their culture & behavior, you are well-positioned to guide the team in delivering culturally appropriate & thoughtful service.

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